Individual Contractor (11.5 months, Full-time, home-based), CRM Success Specialist, Supporter Engagement Strategy (SES) Fundraising, East Asia and Pacific Region (EAPR), Individual Giving Te

Consultant Communications & PR

Overview

Maximize UNICEF's fundraising performance using Salesforce in the EAPR region.

You have:

• Advanced university degree in Business, Business Administration, Technology, Software, Marketing, or relevant field is required.
• Minimum of five years progressive experience in business analysis, CRM implementations, or IT system support is required.
• Experience in writing business requirements and representing complex requirements to technical teams is required.
• Experience in Salesforce Sales Cloud is essential.
• Fluency in English is required; knowledge of another UN language is an asset.
• Strong analytical skills and problem-solving mindset are required.

Contract

This is a Consultancy contract. More about Consultancy contracts.

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, hope

The PFP Individual Giving team based in PFP Geneva is a lead participant in the Supporter Engagement Strategy (SES), which aims to increase the global acquisition and engagement of UNICEF’s diverse supporter base, including donors, advocates, and volunteers. A key part of the strategy is to replace the incumbent CRM systems currently in place in 21 country offices with Salesforce-based technology.

To achieve this, UNICEF has built a CORE Salesforce package that contains functionality applicable to all UNICEF offices for fundraising and supporter management which provides the cornerstone for each individual local implementation. As well as priming offices for the preparation of implementation, the success specialist will be responsible for ensuring that offices have stabilized on the new system and are using it effectively after the implementation.

How can you make a difference?

The individual contractor will ensure that UNICEF offices that have gone live in the East Asia and Pacific Region (EAPR) with Salesforce / Marketing Cloud are able to maximize their fundraising performance by supporting them with all aspects of fundraising operations represented in the system.

At the point of hand over from the implementation team, the CRM Success Specialist will be responsible for continuation of ‘business as usual’, which includes: further refining business processes for maximum efficiency, prioritizing bugs or enhancement requests, data hygiene and standardization, maintaining discipline to required coding standards and reporting mechanisms, identifying new opportunities to add to the CORE UNICEF system, and ensuring that each office maintains a clear plan for further development of the system.

MAIN TASKS

• Collaborate with markets, the Individual giving team, wider UNICEF divisions (such as Information and Communication Technology Division) and third-party vendors to ensure the best technology (and use thereof) maximizes Individual giving performance.

• Ensure offices in the region are prepared for the implementation phase by aligning on payment strategies and other related systems / platforms.

• Support the upgrade of payment processes to improve operational efficiency and mitigate risk.

• Ensure offices use the system as it was designed, maintaining data hygiene, data standardization, coding structures, campaign hierarchies, and related business processes at all times.
• Enforce compliance to UNICEF’s data privacy policies and Industry standards such as Payment Card Industry – Data Security Standard (PCI-DSS).
• Ensure that supporter data integrates in the right manner with Marketing Cloud to serve journeys

• Support the development of supporter journeys through updating them and performing tests in collaboration with each office.

• Advise markets on ongoing data analytics workstreams such as rich data metrics and dashboards.

• Track the global developments in fundraising and engagement platforms across the sector, and beyond, maintaining relationships with key contacts in the technology industry.
• Identify opportunities to update/upgrade systems and platforms, and develop the business case for doing so.
• Support the continual development of analytical models including the introduction of AI technologies.

• Support the making of business decisions from a fundraising, supporter experience and satisfaction viewpoints, taking cost and ROI into consideration to make recommendations to business and product owners where appropriate.

• Identify and develop areas of business process improvement, or where local processes can be adapted to CORE functionality or propose enhancements to CORE.

• Contribute to the development and review of assets for the SES Deployment Suite, and guidance to countries as needed.
• Provide ad-hoc training to users / offices as required.
• Manage a clear plan for each office in the region for the development of the system and ensure that resources are available for delivery.

DELIVERABLES

• Ensure that each UNICEF office in EAPR using the SES platform is using the system as effectively as possible, in a compliant fashion and optimised for fundraising performance.
• Ongoing developments of the system are planned and delivered to schedule.

• Develop and disseminate standards and best practices for use of the system.

• Ensure that offices adhere to standards by working closely with them and supporting any business process, or system changes required

• Ensure that the continuous improvement in the use of the system directly translates to an ongoing business performance uplift.

ESTIMATED DURATION OF THE CONTRACT AND PROPOSAL

11.5 months, full-time, tentatively Starting in September 2022

REPORTING TO

Fundraising Digital Specialist – Geneva, Individual Giving Team, PFP

WORKPLACE

Home-based (working within the EAPR time-zone with the possibility to travel within the region as required), travel regulations and restrictions apply.

To qualify as an advocate for every child you will have…

Education:

• Advanced university degree in Business, Business Administration, Technology, Software, Marketing, or another relevant technical field is required. Alternatively, a first-level university degree in a relevant technical field, in combination with additional years of qualifying experience, may be accepted in lieu of an advanced university degree.

Experience:

• Minimum of five years progressive experience in the following fields: business analysis, Customer Relationship Management (CRM) implementations, IT system support / centre of excellence participation and / or ongoing system improvement such as training, testing, and identifying new requirements from a user base with a view to increasing performance, is required.

• Experience in writing business requirements (user stories) and representing / articulating complex business requirements to technical teams is required.

• Experience in Salesforce Sales Cloud essential.
• Experience in Salesforce Marketing Cloud desirable.
• Experience in fundraising, especially individual giving communication, retention and supporter journeys is highly desirable.

Language:

• Fluency in English is required. Knowledge of another official UN language or a local language of EAP region is an asset.

Others:

• Excellent communication skills, (both written and oral) to translate complicated business requirements into technical based language, and vice versa.

• Strong analytical skills and problem-solving mindset.

For every Child, you demonstrate…

UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA).

To view our competency framework, please visit here.

Remarks: Please indicate your ability, availability, and gross daily/monthly rate (in US$) to undertake the terms of reference above (including travel and daily subsistence allowance, if applicable). Applications submitted without a daily/monthly rate will not be considered. Also, please mention the earliest date you can start.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures, and will not be entitled to benefits provided therein. Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.

The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts.

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

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Potential interview questions

Added 4 years ago - Updated 1 year ago - Source: unicef.org